Refund Policy
House of Kylo
Last updated: March 2026
House of Kylo creates custom laser cut products including personalised keepsakes, accessories and signage. Due to the custom nature of many of our items, our refund policy differs from standard retail products.
By placing an order with House of Kylo, you agree to the terms outlined below.
Personalised Products
Many House of Kylo products are personalised or custom made to order.
Because these products are created specifically for each customer:
- Personalised items cannot be returned or refunded.
- Customers are responsible for ensuring names, spelling, numbers and other details entered are correct at the time of purchase.
- House of Kylo is not responsible for errors submitted by the customer.
If an error has been made by House of Kylo during production, please contact us and we will review the issue.
Custom Orders
For certain custom design projects, a design proof may be provided for approval before production.
Once a proof has been approved, the design is considered final and production will begin. Refunds or changes may not be possible after approval.
Non-Personalised Items
Returns may be accepted for non-personalised items only.
To be eligible for a return:
- The item must be unused
- The item must be in its original condition
- The item must be returned in its original packaging where possible
Return requests must be submitted within 14 days of delivery.
Customers are responsible for return shipping costs, unless otherwise agreed.
Breakage & Replacement Policy
Please take care with your product.
We have worked hard to ensure our tags are as sturdy as possible. This includes redesigning our products, upgrading to stronger rings and continually improving our materials based on customer feedback.
However, these are handmade items, and while durable, acrylic is not indestructible.
If you notice an issue with your tag, please contact us within 30 days of delivery.
After this period, damage or breakage is considered normal wear and tear and is not covered under our replacement policy.
Where appropriate, we may offer:
- A replacement item
- A repair solution
- Or store credit
Requests must include clear photographic evidence of the issue.
This policy does not apply to damage caused by:
- Misuse
- Accidental damage
- Chewing or excessive pulling (for pet tags)
- Improper attachment or handling
- General wear and tear over time
Damaged or Incorrect Orders
If your item arrives damaged or incorrect, please contact us within 30 days of delivery.
We may request photographs of:
- The product
- The packaging
- The issue reported
Once reviewed, we will determine whether a replacement, repair, or refund is appropriate.
Shipping Issues
House of Kylo is not responsible for delays caused by postal carriers or customs processing.
If a parcel is marked as delivered by the carrier but cannot be located, customers may be required to contact the shipping provider directly.
Refund Processing
If a refund is approved, it will be processed to the original payment method.
Please allow several business days for the refund to appear in your account depending on your payment provider.
Contact
If you have questions regarding this policy, please contact: